Patient & Visitor Brochure - Carilion Franklin Memorial Hospital

Patient and Visitor Information

HELP WITH YOUR BILLS AND FILING INSURANCE CLAIMS Our staff will file claims for you with the healthcare insurers or other programs such as Medicare and Medicaid. Hospital bills and insurance coverage are often confusing. If you have questions, please contact the business office located in Roanoke, VA, at 540-224-5500 or 888-822-1872.

If you need help understanding your insurance coverage or health plan, start with your insurance company or health benefits manager. If you do not have health coverage, we will try to help you and your family find financial help or make other arrangements. We need your help with collecting needed information and other requirements to obtain coverage or assistance.

Carilion Franklin Memorial Hospital is accredited by several agencies, including The Joint Commission, whose mission is to continuously foster and improve the safety and quality of care provided to the public through the organizations that seek its accreditation.

If issues cannot be resolved by the hospital, you may also contact The Joint Commission’s Office of Quality Monitoring by calling 1-800-994-6610 or e-mailing complaint@jcaho.org.

VOICING YOUR COMPLIMENTS OR CONCERNS We are interested in hearing from our patients and their families when we’ve treated you well. Compliments may be sent to: Administration, Carilion Franklin Memorial Hospital, 180 Floyd Avenue, Rocky Mount, VA 24151-1318.

We also are always interested in improving, and we ask that you give us an opportunity to address your concerns or complaints. If you have concerns about your care and/or safety during your visit that have not been addressed prior to leaving, you are encouraged to contact the hospital’s management. Ask the hospital operator to call an administrative representative for you, or you may call hospital administration directly by dialing 540-489-6346. If you have questions about patient rights or responsibilities and/or the quality of care received during your visit, you may also notify the Department of Health, Center for Quality Health Care Services and Consumer Protection, 3600 W. Broad Street, Suite 216, Richmond, VA 23230-4920, Telephone 1-800-955-1819.

From our family to your family

Carilion Franklin Memorial Hospital 180 Floyd Ave. Rocky Mount, VA 24151 540-483-5277

www.CarilionClinic.org ©2010 Carilion Clinic SD 3-22-239 4/10/GG

HELPFUL INFORMATION Spiritual care - A hospital chaplain provides support during difficult times for both the patient and family. You may request a visit from the chaplain by dialing “0” for the hospital operator. You may also join in daily prayer time, conducted Monday – Friday at 8:30 a.m., or participate in a non-denominational devotion on Sunday morning beginning at 7:30 a.m.

The hospital chapel is located on the first floor near the Emergency Department entrance.

Telephone calls from within the hospital: dial “9” and your local telephone number. For long distance, dial “0” to reach the hospital operator.

The main telephone number for the hospital is 540483-5277. Calls to patient rooms are restricted from 9 p.m. – 7 a.m.

Cellular phones may not be used within three feet of medical equipment as they may cause interference with electronic transmissions.

TV channels – Basic Cable Channels, including local stations, are available on channels 2 – 72.

Snacks/food – Vending machines are available 24 hours daily and are located in the dining room on the ground floor level. Snack and drink machines are also located in the waiting area near the Emergency Department and in the OB/OR Waiting Room. The dining room is open for breakfast M - F from 7 – 8:45 a.m., and lunch every day from 11:45 a.m. – 1:15 p.m.

Newspapers – The Franklin News-Post and Roanoke Times are available in vending boxes located in front of the Medical Office Building.

Mail and flowers – Any mail or flowers addressed to you will be delivered to your room. Mail or flowers received after your discharge will be sent to your home address.

FOR YOUR SAFETY We are committed to doing everything possible to make you feel safe during your stay. ● Identification bracelet – When you were admitted,

you were given a wristband with your name on it. (continued on back)

Because this band ensures proper identification for medication and procedures, it must be worn at all times during your hospital stay. ● Nurse call system – The nurse call should be within

easy reach. Please use the call system when you need assistance. The bathroom also has an emergency cord if you need assistance.

REMEMBER: If you feel weak or unsteady, ask for assistance. Don’t try to get up without help. Don’t try to get in or out of a wheelchair by yourself. ● Tell your nurse if any of the equipment in your room

isn’t working properly. Some electronic devices, such as cell phones, may interfere with medical equipment. Please do not use cell phones within three feet of medical equipment. ● Personal electrical appliances with heating elements

may create a fire hazard and should not be brought into the hospital. (Examples: heating pads, coffee pots, hair dryers, etc.). ● Side rails are used for your personal safety and

welfare. Only hospital staff should make adjustments to the side rails. ● Uniformed security officers are on duty throughout

the hospital 24 hours a day. Video surveillance is used in the hospital and on its campus. ● Smoking and/or use of any tobacco product is

prohibited in all hospital buildings. ● Note to family – If you have been asked to sit with a

patient who is confused or at risk for falls, please let the nurse know when you leave so they can monitor the patient in your absence. Overnight sitters must be at least 18 years old. If the patient is in a semiprivate room, the sitter must be the same sex as the patient.

© 2010 Carilion Clinic 3-22-239 01/10/GG

UNDERSTANDING YOUR RIGHTS AND RESPONSIBILITIES If you have questions at any time during your visit, please ask them. Unasked or unanswered questions can add to the stress of having a test or procedure. It is our goal that you are comfortable and confident in the care you receive.

ADVANCE DIRECTIVES You have the right under Virginia law to make decisions about your medical care. These rights include the right to accept or refuse care and the right to make advance directives about your current or future medical treatment (a Durable Medical Power of Attorney and/or a Living Will). For further information about an Advance Directive, please ask and someone will assist you.

YOUR RIGHTS As a patient, you deserve to receive considerate and respectful care. We are dedicated to providing you the best health care and service possible. We will honor your rights to be informed and to be involved in making decisions about your visit. You have the following rights as a patient.

YOUR RESPONSIBILITIES In order to receive optimal care, you and/or your family need to be involved in your care. When you provide accurate information about your present illness, past medical history, and the medications you are taking, we can assure that we are providing you our best service.

● You

Speak up if you have questions or concerns. If you don’t understand, ask again. Tell the employee providing your care or treatment if something doesn’t seem quite right.

● You

How can you know if the test that was ordered and results provided to your doctor are yours?

●

Wherever you have a test or procedure, you should be asked for two forms of identification, usually your name and birth date or your patient armband. Once the staff is assured you are the correct patient, they will review information with you and discuss the procedure ordered by your physician.

Expect our staff to clean their hands before and after your ordered test or procedure. Remind them if they forget. It’s OK to ask someone to clean their hands.

●

Coughs and sneezes spread diseases – Cover your sneeze or cough with a tissue. If you don’t have a tissue, cough or sneeze into your upper arm – not your hands! Before you cough or sneeze, you should always turn away from other people. Discard used tissue in the trash and then clean your hands.

●

If you are an inpatient, ask family and friends not to visit if they are sick. If they must visit, ask them to talk to a nurse before entering the room.

Protective items such as a mask may be required.

Patient Care Partnership

have the right to receive treatment in a safe, abuse-free environment without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, or source of payment. have the right to know about your test and proposed treatment, and to participate in the development of your plan of care with your ordering physician.

● You

have the right to information from your doctor and/or other members of your healthcare team.

Your physician will provide an order for any test or treatment.

● You

have the right to personal privacy while in the hospital for a test or procedure and to have all information about your visit and care treated confidentially.

● You

have the right to review your bill(s) and have any questions answered.

● You

have the right to discuss your concerns or file a complaint with the hospital regarding your experience as a patient here, and to receive a response in a timely manner. You also have the right to an internal appeal to any response that you receive and a right to file a complaint with an external agency.

Clean hands are your best protection against infection. Clean your hands before you eat, after using the restroom, before and after changing wound dressings, and after contact with body fluids. You can clean your hands with soap and water or use a hand sanitizer. ●

● Waterless

hand sanitizers are very effective for preventing the spread of infection. Use enough to cover your hands and wrists well. After applying the sanitizer, it should take about 15 seconds to rub your hands dry.

At any time, if there is something you do not understand, it is OK for you to ask questions regarding the test or procedure that has been ordered.

If you are having a procedure that involves a specimen, such as blood or urine, the label should be placed on the container in your presence. Results will be forwarded to your doctor as soon as possible.

INFECTION CONTROL Everyone plays a vital role in infection prevention, including hospital staff, patients, and visitors. Help us prevent the spread of infection by following these guidelines:

Follow these steps to ensure adequate cleaning of hands: Wet hands with warm water and then apply soap. Rub your hands together vigorously for 15 seconds or longer. Get in between fingers and scrub wrist areas. Friction is necessary to rid your hands of germs. Rinse your hands and dry them. Use a clean paper towel to turn off the water faucet. Discard the paper towel in a trash can.